Call center services for local calls using local number portability

• US 6,018,579 A
• Filed: 12/02/1997
• Issued: 01/25/2000
• Est. Priority Date: 12/03/1996
• Status: Expired due to Term

• Current Assignee: RPX Clearinghouse LLC (RPX Corporation)
• Original Assignee: Nortel Networks Corporation
• Inventors: Petrunka, Robert W.
• Primary Examiner(s): Wolinsky, Scott
• Application Number:
  US08/982,501
• Time in Patent Office: 784 Days
• Field of Search: 379/265, 379/266, 379/219, 379/220, 379/221, 379/207, 379/210, 379/211
• US Class Current: 379/221.13
• CPC Class Codes: H04M 3/42297 with number portability
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4931 Directory assistance systems
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04Q 11/0435 Details
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13091 CLI, identification of calling line
• CPC Class Codes: H04Q 2213/13095 PIN / Access code, authentication
• CPC Class Codes: H04Q 2213/13097 Numbering, addressing
• CPC Class Codes: H04Q 2213/13102 Common translator
• CPC Class Codes: H04Q 2213/13103 Memory
• CPC Class Codes: H04Q 2213/13141 Hunting for free outlet, circuit or channel
• CPC Class Codes: H04Q 2213/1322 PBX
• CPC Class Codes: H04Q 2213/13224 Off-net subscriber, dial in to/out from network, teleworking
• CPC Class Codes: H04Q 2213/1328 Call transfer, e.g. in PBX
• CPC Class Codes: H04Q 2213/13282 Call forward, follow-me, call diversion
• CPC Class Codes: H04Q 2213/13349 Network management
• CPC Class Codes: H04Q 2213/13377 Recorded announcement
• CPC Class Codes: H04Q 2213/13389 : LAN, internet
• CPC Class Codes: H04Q 3/0029 : Provisions for intelligent networking
• CPC Class Codes: H04Q 3/66 : Traffic distributors

Abstract

A call servicing system permits agents to service customer calls dialed with a local telephone number. The system includes a network call center that connects a plurality of agent switches to a plurality of customer switches. The agent switches direct calls to and from service agents, and the customer switches direct calls to and from customers. The system further includes a database connected to at least one of the customer switches. The database stores forwarding information corresponding to local telephone numbers dialed by the customers. When a customer switch receives a call requesting service from one of the customers dialing a local telephone number, the switch queries the database, using the local telephone number, to retrieve forwarding information corresponding to the local telephone number, and routes the call to the network call center using the forwarding information. The network call center queues the call, and transmits it to one of the service agents via one of the agent switches.

Claims

1. A call servicing system comprising:

a plurality of agent switches configured to direct calls to and from service agents;

a database configured to store forwarding information corresponding to local telephone numbers dialed by customers;

a plurality of customer switches configured to direct calls to and from the customers, at least one of the customer switches being connected to the database and including

means for receiving a call requesting service from one of the customers dialing a local telephone number,

means for querying the database using the local telephone number to retrieve the forwarding information corresponding to the local telephone number, and

means for routing the call along with the local telephone number and the forwarding information; and

a network call center, connected to the agent switches and the customer switches, configured to receive the call routed using the forwarding information, to queue the call, and to transmit the call to one of the service agents via one of the agent switches.

2. The call servicing system of claim 1, wherein the database stores forwarding information for only predetermined local telephone numbers;

and

wherein the one customer switch further includes

means for determining whether the local telephone number is one of the predetermined local telephone numbers.

3. The call servicing system of claim 2, wherein the querying means includes

means for querying the database only when the local telephone number is one of the predetermined local telephone numbers.

4. The call servicing system of claim 1, wherein the database is a local number portability database storing local routing numbers corresponding to the local telephone numbers;

and

wherein the querying means includes

means for retrieving the local routing number corresponding to the local telephone number.

5. The call servicing system of claim 4, wherein the local routing numbers include NPA-NXX codes.

6. The call servicing system of claim 1, wherein the network call center includes

means for determining whether the one service agent is available to service the call, and

means for transmitting the call only when the one service agent is available.

7. The call servicing system of claim 1, wherein the network call center includes

an interactive voice response unit configured to query the customer for information regarding the call, and to play a recording for the customer while the call is queued.

8. The call servicing system of claim 1, wherein the network call center includes

a network switch, connected to the customer switches and the agent switches, configured to receive the calls from the customers and to route the calls to the service agents via the agent switches, and

an Automatic Call Distribution (ACD) server, connected to the network switch and the agent switches, configured to queue the calls, to track status of the service agents, and to control the network switch to route the calls to appropriate ones of the service agents via the agent switches.

9. The call servicing system of claim 8, wherein the ACD server includes

an agent buffer including a plurality of agent queues for storing values corresponding to available ones of the service agents, and

processing means for storing the values in the agent queues.

10. The call servicing system of claim 9, wherein the ACD server further includes

a call buffer including a plurality of call queues for storing calls awaiting service, the processing means stores the waiting calls in the call queues.

11. The call servicing system of claim 10, wherein the call queues are arranged by predetermined categories;

and

wherein the processing means includes

means for categorizing the calls according to the predetermined categories, and

means for storing each of the categorized calls in a corresponding one of the call queues.

12. A method for servicing customer calls in a communications network including a network call center coupled to a plurality of agent and customer switches, at least one of the customer switches being connected to a database that stores forwarding information corresponding to local telephone numbers dialed by customers, the method comprising the steps of:

receiving a customer call at the one customer switch from a customer dialing a local telephone number;

accessing the database using the local telephone number to retrieve the forwarding information corresponding to the local telephone number;

routing the customer call to the network call center along with the local telephone number and the forwarding information;

queuing the customer call at the network call center; and

transmitting the customer call to one of the service agents via one of the agent switches.

13. The method of claim 12, wherein the database stores forwarding information for only predetermined local telephone numbers;

and

wherein the receiving step includes the substep of

determining whether the local telephone number is one of the predetermined local telephone numbers.

14. The method of claim 13, wherein the accessing step includes the substep of

accessing the database only when the local telephone number is one of the predetermined local telephone numbers.

15. The method of claim 12, wherein the database is a local number portability database storing local routing numbers corresponding to the local telephone numbers;

and

wherein the accessing step includes the substep of

retrieving the local routing number corresponding to the local telephone number.

16. The method of claim 12, wherein the network call center includes a network switch and an Automatic Call Distribution (ACD) server;

and

wherein the method further includes the steps of

receiving the customer call at the network switch,

detecting call information from the customer call by the network switch, and

sending the call information to the ACD server.

17. The method of claim 16, wherein the queuing step includes the substeps of

determining that the one service agent is available to service customer calls in the ACD server, and

instructing the network switch to route the customer call to the available one service agent via the one agent switch.

18. The method of claim 12, wherein the transmitting step includes the substeps of

determining whether the one service agent is available to service the customer call, and

transmitting the customer call to the one service agent only when the one service agent is determined to be available.

19. The method of claim 12, wherein the queuing step includes the substeps of

querying the customer for information regarding the customer call, and

queuing the customer call based on the customer information.

20. In a communications network having a network call center coupled to a plurality of agent and customer switching means, each of the customer switching means comprising:

means for storing forwarding information corresponding to local telephone numbers dialed by customers;

means for receiving calls, requesting service by service agents, from customers dialing local telephone numbers;

means for retrieving the forwarding information corresponding to the local telephone numbers from the storing means; and

means for routing the calls, along with the local telephone numbers and the forwarding information, to the network call center where the calls are queued and transmitted to available ones of the service agents via the agent switching means.

21. The customer switching means of claim 20, wherein the storing means includes

means for storing forwarding information for only predetermined local telephone numbers;

and

wherein the customer switching means further includes

means for determining whether the local telephone numbers correspond to the predetermined local telephone numbers.

22. The customer switching means of claim 21, wherein the retrieving means includes

means for accessing the storing means only when the local telephone numbers correspond to the predetermined local telephone numbers.

23. The customer switching means of claim 20, wherein the storing means is a local number portability database storing local routing numbers corresponding to the local telephone numbers;

and

wherein the retrieving means includes

means for retrieving the local routing numbers corresponding to the local telephone numbers.

24. The customer switching means of claim 23, wherein the local routing numbers include NPA-NXX codes.

25. A method for routing service calls to service agents via a network call center coupled to customer and agent switching means, comprising the steps, executed by the customer switching means, of:

preliminarily storing in a storage unit forwarding information corresponding to local telephone numbers dialed by customers;

receiving the service calls, requesting service by the service agents, from customers dialing local telephone numbers;

retrieving the forwarding information corresponding to the local telephone numbers from the storage unit; and

routing the calls, along with the local telephone numbers and the forwarding information, to the network call center where the calls are queued and transmitted to available ones of the service agents via the agent switching means.

26. The method of claim 25, wherein the preliminarily storing step includes the substep of

preliminarily storing in the storage unit forwarding information for only predetermined local telephone numbers;

and

the method further comprising the step of

determining whether the local telephone numbers correspond to the predetermined local telephone numbers.

27. The method of claim 26, wherein the retrieving step includes the substep of

accessing the storage unit only when the local telephone numbers correspond to the predetermined local telephone numbers.

28. The method of claim 25, wherein the storage unit is a local number portability database storing local routing numbers corresponding to the local telephone numbers;

and

wherein the retrieving step includes the substep of

retrieving the local routing numbers corresponding to the local telephone numbers from the storage unit.

29. A call servicing system comprising:

a plurality of agent switches configured to direct calls to and from service agents;

a database configured to store forwarding information corresponding to telephone numbers dialed by customers;

a plurality of customer switches configured to direct calls to and from the customers, at least one of the customer switches being connected to the database and including

means for receiving a call requesting service from one of the customers dialing a telephone number,

means for querying the database using the dialed telephone number to retrieve the forwarding information corresponding to the dialed telephone number, and

means for routing the call along with the local telephone number and the forwarding information; and

a network call center connected to the agent switches and the customer switches, and configured to route calls to the service agents via the agent switches, the network call center including

a network switch connected to the customer switches and the agent switches, and configured to receive the call from the one customer switch and to route the call to a selected service agent via one of the agent switches, and

an Automatic Call Distribution (ACD) server connected to the network switch and the agent switches, and configured to queue the call received by the network switch, to select one of the service agents who can service the call, and to control the network switch to route the call to the selected service agent via the one agent switch.